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Vulnerable Customers in Insurance training

Six microlessons on identifying and supporting vulnerable customers across the insurance journey, from the four drivers of vulnerability to claims handling and monitoring outcomes, with two situational tests and a certificate of completion.

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Vulnerable Customers in Insurance (UK) course preview
6Short, TikTok-style microlessonsIn the browser or the iOS and Android apps

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  • 2Assessments
  • 6Microlessons
  • IncludedCertificate of completion
About this course

What the Vulnerable Customers in Insurance course covers

This course helps insurance teams deliver good outcomes for customers in vulnerable circumstances in six microlessons. It covers what vulnerability means in insurance and why it matters under the FCA's Consumer Duty, the four drivers of vulnerability in FG21/1, spotting signals at sale, renewal, servicing and claims, practical adjustments, vulnerability-aware claims handling, and the roles, culture and monitoring that keep outcomes fair.

Learning outcomes

What your people will be able to do

  • Interpret the FCA definition of vulnerability and Consumer Duty expectations for fair insurance outcomes
  • Identify the four drivers of vulnerability and the signals across the customer journey
  • Make practical, proportionate adjustments for health, bereavement, capability and financial resilience
  • Handle claims sensitively, with realistic timeframes and interim support where needed
  • Adapt communication to confirm understanding and protect customer safety
  • Monitor and report outcomes, investigate differences and drive remedial action
Course contents

6 microlessons

Each microlesson is a short, TikTok-style video lesson, with knowledge checks along the way.

1What Vulnerability Means in Insurance, and Why It Matters
2The Four Drivers of Vulnerability in an Insurance Context
3Identifying Vulnerability Across the Insurance Customer Journey
4Practical Adjustments and Reasonable Support
5Vulnerability in Claims Handling
6Roles, Culture and Monitoring Outcomes

  1. What Vulnerability Means in Insurance, and Why It Matters: What vulnerability means in insurance, and what the Consumer Duty and FG21/1 expect.
  2. The Four Drivers of Vulnerability in an Insurance Context: The four drivers of vulnerability, health, life events, resilience and capability, in insurance.
  3. Identifying Vulnerability Across the Insurance Customer Journey: How to spot vulnerability at sale, renewal, servicing and claims.
  4. Practical Adjustments and Reasonable Support: Practical, proportionate adjustments for health, bereavement, hardship and capability.
  5. Vulnerability in Claims Handling: Vulnerability-aware claims handling for bereavement, illness and other difficult claims.
  6. Roles, Culture and Monitoring Outcomes: Roles across the firm, frontline discretion and monitoring customer outcomes.
A 5Mins certificate of completion for Vulnerable Customers in Insurance (UK), lying on a desk next to a laptop
Certificate

A certificate for every learner who completes it

Learners finish every microlesson and complete the assessments. 5Mins then issues a certificate of completion for Vulnerable Customers in Insurance (UK).

  • Certificates and e-signatures stored against each learner
  • Audit-ready records, ready whenever an auditor asks
  • Completion shows on the Compliance Dashboard in real time
Audience and regulation

Who it's for and the law it covers

Who it's for

  • Customer service, sales and renewals teams in UK insurers and brokers
  • Claims handlers and claims managers
  • Team leaders, compliance and product teams who monitor customer outcomes
  • Senior managers accountable for the Consumer Duty

Laws covered

  • FCA Consumer Duty (PRIN 2A and Principle 12). Firms must act to deliver good outcomes for retail customers, and customers in vulnerable circumstances should get outcomes as good as other customers.
  • FCA FG21/1. Guidance for firms on the fair treatment of vulnerable customers, built around four drivers of vulnerability: health, life events, resilience and capability.
How it runs in 5Mins

Assign it once, then let 5Mins do the chasing

Every course in the 5Mins library runs on the same zero-admin engine.

  • EnrollAuto-enroll

    Enroll people automatically from your HR system, with 100+ HRIS platforms supported.

  • RemindReminders

    Nudges by email, Slack, Microsoft Teams and push until the course is done.

  • RepeatRecurrence

    Set the course to repeat, for example every 12 months, and 5Mins re-enrolls people for you.

  • CertifyCertificates

    Certificates and e-signatures are issued and stored for every completion.

  • ProveAudit-ready records

    See who is complete, at risk or overdue on the Compliance Dashboard, and prove it any time.

Customer stories

Compliance teams that swapped chasing for results

Compliance, HR and L&D leaders on what changed when they moved their training to 5Mins. Pick a team to see what changed.

ComplianceCompliance Training Insurance, 205 colleagues 100%

compliance completion and pass rate since go-live

  • ~1 day saved on each compliance course (HR estimate)
  • Automated reminders and reporting

Since go-live, our compliance completion and pass rates are 100%, and it's the quickest we've ever got there. Automated reminders and reporting save us about a day per course.

Laura ChappellLaura ChappellHR Director, Collingwood
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ComplianceCompliance Training Insurance and emergency accommodation 87%

less session time, from 2.5-3 hour sessions to modules of 25 minutes at most

  • 12 monthly sessions a year, up from 3-4
  • 95% content creation time saved

Our compliance sessions used to be two and a half to three hours in a room, and we could fit in three or four a year. Now we cover one topic a month, and I can see exactly what people are retaining.

Lucy WybornLucy WybornDirector of Learning and Development, ICAB
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ComplianceCompliance Training Legal services 80%

completion on mandatory training, up from 20%

  • Mobile microlessons finished between calls
  • Manager view of each team's progress

We were sitting at 20% completion on our mandatory training. We're now at 80%. People finish short lessons between calls, on mobile, and managers can see where their teams are, so chasing completion is no longer a one-person job.

Jamie WaltonJamie WaltonGroup Learning and Development Officer, Winn Solicitors
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ComplianceCompliance Training Fintech and digital banking On demand

training log showing who did what, when, and the pass rate

  • Any device phone or laptop, at their own pace
  • Rolling refreshers through the year

When I engage with the FCA, I can show that every team has had training tailored to their role, that it's up to date, and that it runs throughout the year, with a full log of who's done what.

Abdul GofurAbdul GofurHead of Compliance & Anti-Financial Crime, nsave
Read the nsave story
★ Free sample lesson

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Free course catalogues

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Free PDF catalogues to share with your compliance lead, your managers or your board.

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UK compliance

UK Compliance Catalogue

Built for UK organizations, covering GDPR, RIDDOR, Martyn's Law, employment law and the regulations your team needs day to day.

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Compliance

Global Compliance Catalogue

Stay compliant across every market you operate in, with regulatory training covering GDPR, data protection, workplace safety and more.

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Your questions answered

Questions about Vulnerable Customers in Insurance training

How long is the Vulnerable Customers in Insurance course?

It's made up of 6 microlessons, each under 5 minutes. Learners can finish it in one sitting or spread it over a few days, and 5Mins sends reminders until it is done.

Is there a certificate?

Yes. Learners get a certificate of completion once they finish every microlesson and complete the two situational tests. The record is stored in 5Mins for audits.

What are the four drivers of vulnerability?

The FCA's FG21/1 guidance names four: health, life events, resilience and capability. A customer can be affected by more than one at the same time.

How does the Consumer Duty affect vulnerable customers?

Firms must act to deliver good outcomes for retail customers, and customers with characteristics of vulnerability should get outcomes as good as other customers.

Who should take this course?

Everyone who deals with insurance customers, from sales and renewals to claims, plus the team leaders, compliance teams and senior managers who oversee outcomes. 5Mins also has Vulnerable Customers (UK) for other financial services.

How often should staff take this training?

The FCA expects staff to have the skills to recognize and respond to vulnerability, so regular refreshers help. In 5Mins you can set the course to repeat, for example every 12 months.

Can I try the course first?

Yes. Request a free sample lesson and book a short demo with our team. After your demo, we'll share sample lessons with you so you can see the format for yourself.

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